Help Desk Specialist - Tier 1 Security Clearance

Position: Help Desk Specialist I - Tier 1 with Security Clearance
Summary Help Desk Specialist I - Tier 1 Ashburn, VA (Remote) Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

Chronos Operations, LLC is seeking a Help Desk Specialist I (Tier
1) to support the Customs and Border Protection (CBP) Technology Service Desk (TSD). This role serves as a 24x7x365 centralized Point of Contact (POC) for CBP employees and contractors, delivering first-level technical support and customer service. Responsibilities
* Serve as 24x7x365 centralized Point of Contact (POC) and Tier 1 customer support for either all CBP employees and contractors or Participating Government Agencies (PGA) and Trade (importers/exporters) via the external 866 number.
* Answer and respond to incoming requests, incidents, and questions via internal 800 number or external 866 number, live agent chat, self-service tickets, and emails.
* Record all technology incidents/service requests in Service Now, documenting all actions performed and information required for next-level support.
* Provide initial investigation, triage, troubleshooting, resolution, and ticket escalation for: web-based and client-based CBP applications; email/messaging; mobile devices; hardware (printers, desktops, laptops, etc.); network connectivity; workstation login and PIV card issues; remote VPN/DHS Workplace connectivity.
* Perform password resets, account unlocks, and initial request intake adhering to security policies.
* Provide first-level resolution using established troubleshooting methods and knowledge articles.
* Escalate incidents to next-level support (internal CBP teams and third-party vendors) via ticket transfer and warm transfer of calls.
* Monitor and communicate ticket status to internal or external customers.
* Identify and escalate potential major incidents affecting multiple end users.
* Participate in major incident bridge calls and communicate customer impact.
* Handle Sensitive VIP customer contacts with timely, accurate escalation and follow-up.
* Verify ACE portal accessibility after maintenance events.
* Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
* Support ACE-related inquiries from Trade and PGA customers, including trade facilitation, compliance, and enforcement.
* Other duties as assigned. Qualifications
* High school diploma or GED equivalent.
* 1+ year of IT Help Desk or Technical Customer Support experience.
* Must be available to support rotating shift, 24x7x365 coverage required.
* U.S. Citizenship required; must pass CBP Background Investigation (BI).

Preferred Qualifications:

* Bachelor's degree in Business Administration, Information Technology or related field preferred.
* CompTIA A+ or similar IT certification.
* HDI Customer Service Representative or Support Center Analyst certification.
* Experience with Service Now ITSM platform.
* Experience with VPN troubleshooting (Global Protect, Zscaler).
* Experience with ACE (Automated Commercial Environment) system.
* Experience supporting Trade/PGA customers.
* Prior federal government or CBP help desk experience.
* Experience with Amazon Connect or similar ACD system.

Knowledge, Skills and Abilities:

* Working knowledge of Windows OS, Microsoft Office products, Active Directory, and basic networking.
* Expertise in various tools like Microsoft Project, Service Now and Amazon Connect.
* Ability to manage multiple tickets, meeting SLA commitments, and maintaining accurate documentation.
* Ability to identify and resolve IT issues quickly, following escalation protocol.
* Ability to work with internal teams and other agencies to resolve cross-functional IT needs
* Ability to support rotating shift, 24x7x365 coverage required.
* Ability to independently make sound decisions, exercise critical thinking, and apply innovative problem-solving approaches to support mission objectives and operational success.
* Ability to analyze customer feedback and performance metrics to drive continuous improvement.
* Excellent interpersonal communication, facilitation, and leadership skills to effectively coordinate teams and communicate with stakeholders.
* Proven ability to manage relationships with internal teams, external partners, vendors, and senior leadership.
* Strong written and verbal communication skills for technical documentation and stakeholder coordination.
* Excellent communication, leadership, and project management skills.
* Ability to work effectively in cross-functional teams and under senior analyst guidance.
* Ability to meet…